Description
Accomplishments * Managed Support Center using collaboration techniques to create high performing projects teams resulting in repeated Center Certifications, as-well-as National and Company awards. * Managed Enterprise Application Support teams Across the Nation and frequently engaged offshore development teams to solve critical application defects and was the management escalation point 24X7X365. * Planned and implemented real time call model, resulting in improved first contact closure rates and a 35% increase in the closure of cases. * Implemented a new product offering allowing Customer to switch from DRNet to HP RDF disaster recovery solution resulting in a Customer cost savings of greater than 60% over a three-year period. * Implemented a Cloud VPN solution to standardize how support and engineering connected to customers. Resulted in improved system security connection and audit trail analytics reducing time to close by 50%. * Created and implemented required benchmark testing of individual technician's competencies through Brain-Bench for increased efficiency resulting in a baseline to create an improvement strategy. * Standardized processes for recording customer satisfaction. Resulted in 25% increase in response rates making 100% of cases eligible for random surveys to collect actionable data. * Improved internal support on a 24x7 basis by developing a full-cycle support structure. Installed a night support process, which protected top-tier client accounts. Earned #1 rank in industry for IS support by KLAS Research. * Led delivery of high quality "connection service program" that became industry award winner. * Eliminated two-year service and technology backlog of cases for the backup recovery in less than two months. * Established and managed a sustainable support processes with standards based on Support Center Program (SCP) certification (A ITIL Framework Competitor). Monitored operations ensuring compliance, and exceeded audit thresholds by 26%. Resulted in earning the team three-industry awards.
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